About the Company:

Hilton Hotels & Resorts, founded by Conrad Hilton in 1919, is a flagship brand of Hilton Worldwide and a pioneer in the global hospitality industry. With over 6,500 properties across 119 countries, Hilton offers a wide range of accommodations from luxury to mid-scale options. The brand is synonymous with innovation, having introduced significant industry firsts such as the air-conditioned hotel, the computerized reservation system, and the concept of airport hotels. Hilton is known for its commitment to exceptional guest experiences, sustainability, and community service, encapsulated in their "Travel with Purpose" initiative. Through a blend of timeless elegance and modern convenience, Hilton Hotels continues to set the standard for hospitality excellence worldwide.

Job Summary: Assists the General Manager in the administration of the hotel by directing team member efforts towards guest satisfaction, team member productivity and hotel profitability. Primary focuses are service quality, operational efficiency, brand standards, guest satisfaction, and SEP scores.

Requirements:

A Director of Operations serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you must possess the following qualifications, attitude, behaviours, skills, and values that follow:

• A degree or diploma in Hotel Management or equivalent
• Requires the exercise of considerable managerial skills as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organizational development, and coordination of large-scale work projects
• Experience in managing budgets, revenue proposals and forecasting results
• In-depth knowledge in all areas of hotel management
• Strong leadership skills to effectively manage and motivate the team to achieve high level of perform and exceed targets

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Knowledge of the hotel property management systems
• Previous experience in the same or similar role

Responsibilities:

• Observes Operational team member’s performance, conducts various evaluations such as room inspections, and coordinates action plans for all areas found deficient. Tracks progress and follow up to ensure all areas meet or exceed established standards. Oversees the Brand Standards audit and follows up with all relevant areas to ensure compliance
• Implements and manages hotel’s daily quality process including goal communication, team members member empowerment, compliance with Hilton Brand Standards, service recovery, and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements, and coaches accordingly. Ensures efficient communication to all operations team members.
• Coaches, motivates and develops all managers and team members. Coaches and counsels managers on profitability assessment and team members in procedures.
• Manages and reviews daily, weekly and monthly department budgets and costs.
• Organizes, conducts, and/or participates in scheduled meetings held throughout the hotel. Coordinates efforts to provide follow up on action items established at each meeting.
• Coordinates major capital projects and property improvement plan (PIP) involving various departments and provides guidance until project completion.  Implements processes in a timely fashion and follows up with appropriate parties to ensure deadlines are met.
• Analyzes monthly statement of operations and prepares written comments regarding the monthly statement of operations for the General Manager’s review
• Lead Travel With Purpose Committee with Monthly Meetings, follow the Annual calendar events and activities

Required Skills:

Required Education: Bachelor's Degree

Work Hours: 8 Hours a Day

Experience in Months: 24

What will it be like to work for Hilton?

Conrad Hotels & Resorts combines contemporary design, sophisticated amenities and personalized service. Conrad’s guest service is instinctive, discreet and enhanced by innovation to provide exceptional travel experiences all over the world. And, our amazing Team Members are at the heart of it all!